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Abstract

ACT-IAC Institute for Innovation

Date Released: December, 2015

SYNOPSIS

Increasingly, governments—federal, state, local and tribal—are focused on designing citizen-centered services that deliver value to customers and meet or exceed expectations. In support of these efforts, ACT-IAC’s Institute for Innovation sponsored this project to help agencies become more citizen-centric by leveraging a life event framework to transform customer service, advance service delivery and exceed customer expectations. In this Action Guide, we specify actions people can take to: